ITIL Intermediate: Service Strategy Lesson Plan Delivery: e-learning Mock Exam: Included in Course (x2) Certificate: Examination (included) Duration: 22 hours and 30 minutes, self-paced Accredited By: PeopleCert Language: English
This Lesson Plan This lesson plan provides you with all the information about the ITIL Service Strategy e-learning course. Before you begin your studies, please read through this document to help you plan your studying and revision activities. Good luck! Tutor Support Contact your tutor at any point during the course on itil-tutor@goodelearning.com Technical Support UK +44(0) 8435 235 096 USA +1(917) 472-9842 support@goodelearning.com Contents Welcome 3 Prerequisites 3 Who will Benefit from this course? 3 Course Materials 3 Exercises/Personal Revision 3 zes 4 Mock Exams 4 Taking the ITIL Service Strategy Exam 4 How to Book an Exam 4 How to Take the Exam 4 What does the ITIL Service Strategy Exam Consist of? 4 How to Get Help from our ITIL Trainer and Mentor 4 Detailed Lesson Plan 5 Module 1: 5 Module 2: Service Strategy Principles 6 Module 3: Service Strategy Processes 7 Module 4: Governance 8 Module 5: Organizing for Service Strategy 8 Module 6: Technology Considerations 9 Module 7: Implementing Service Strategy 9 Module 8: Challenges, CSFs and Risks 9 ITIL Terminology 10 2
Welcome Welcome to the ITIL Service Strategy Certification course. The ITIL Service Strategy qualification is one of five ITIL Service Lifecycle Courses and will provide you with guidance that enables you to design, develop, and implement service provider strategy that aligns to organizational strategy. This is an accredited, interactive e-learning course for students who wish to become certified in ITIL Service Strategy. As well as in-depth visual learning content, the online course contains audio and video narratives, quizzes and practice exams. There are 2 objectives of this course. The first is to gain an introductory overview of the Service management lifecycle, its key processes, roles etc. You also want to pass the exam! It is the aim of the course to satisfy both. ITIL Master ITIL Expert Managing Across the Lifecycle SS SD ST SO CSI OSA PPO RCV SOA Intermediate Lifecycle Intermediate Capability The course contains a number of videos, with a voiceover commentary. You may stop and start the course whenever you like. Do not try and cover too much material at once; a benefit of e-learning is that you can take your time. Use the quizzes to check that you have understood the previous session. Where you have answered incorrectly, read the guidance, and then review that topic again. Use the exercises to further consolidate your learning. Remember, this course is not just about passing an exam; it is to give you an awareness of the importance of IT Service Management in real-life. The Case Study slides show you how the framework might be used in a fictional organization. Remember you can ask the tutor at any time, and will receive an email reply within 24 hours. Prerequisites This course is part of a range of ITIL Intermediate Level Qualifications. Before taking this course you must have successfully completed and passed one of the following foundation level qualifications: ITIL v3 or 2011 Foundation, or ITIL v2 Foundation and v2/v3 Foundation Bridge. The ITIL Service Strategy Certificate is part of the ITIL Intermediate lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. Who will Benefit from this Course? This course will be of benefit to any IT professional who needs to understand the concepts and activities of ITIL Service Strategy at management level, but not specific details about each of the supporting processes. It is also suitable if you have completed the ITIL Foundation certificate, and you are wishing to advance to higher level ITIL certifications. Course Materials When you log in to the course you will have access to the following learning materials. A series of interactive tutorials that cover the following topics: to service strategy Service strategy principles Service strategy processes Governance Organizing for service strategy Technology considerations ITIL Foundation Crown Copyright 2011. Reproduced with permission from Axelos Ltd Implementing service strategy Challenges, critical success factors and risks Exercises/Personal Revision There are a number of exercises which can be used for personal revision, to consolidate learning. They also help to break up the videos. 3
zes Every module ends with a number of multiple choice quiz questions. These match, as far as is possible, the format of the official exam, and are intended to be equally challenging. By having these quiz sessions after each module, you will gain confidence that you are meeting the learning objectives of this qualification. Additionally, the course contains the following: Exercises in a downloadable exercise booklet, to further consolidate your learning. Suggested answers to the exercises in a downloadable booklet. A downloadable copy of the official Acronyms document. A downloadable copy of the official Glossary which is also available online throughout the course. Two official Mock exams, with answers A number of additional downloadable resources which concentrate on a key concept or process. These resources are part of a library that is growing over time, so keep checking our website: www.goodelearning.com Mock Exams We strongly encourage you to attempt both mock exams as part of your revision. The mock exams are intended to closely simulate the exam conditions that you will face when taking the real thing. Tutor support is available if you are struggling to achieve a pass mark. Taking the ITIL Service Strategy Exam Upon completing this course you should be able to prepare for the ITIL Service Strategy Exam. This can be taken online at a place and time that suits you, using PeopleCert. PeopleCert is a service that allows you to take your certification exam online (virtually) from your own PC or laptop. If you purchased the course and a voucher for the exam, we will provide the voucher to you on request. How to Take the Exam Because the exam is taken online, you can take it at a location and time that suits you. Using PeopleCert software, your computer s webcam and microphone records your exam session from start to finish. At the end of the exam, the recorded video and audio is then sent to PeopleCert, to be reviewed retrospectively by a remote proctor. The proctor will look at the recorded footage to check you have complied with exam guidelines. You will receive the final result within 10 days by e-mail and post. What does the ITIL Service Strategy Exam Consist of? This is a multiple choice exam consisting of eight scenario-based questions. Each question is gradient scored, meaning that you will have four answer options to choose from, and each answer will either be worth five marks, three marks, one mark, or zero marks. You will have 90 minutes to complete the exam. The exam is closed book - you cannot make use of any resources or materials during the exam. There are a maximum of 40 potential marks in this exam; to pass you must get at least 28 out of 40 marks correct (70%). How to Get Help from our ITIL Trainer and Mentor For all enquiries, a qualified ITIL Tutor can always be reached by e-mail (itil-tutor@goodelearning.com) or by clicking a link from the support section within the course. You will receive a response to your ITIL question or query within 24 hours. How to Book an Exam You can book a PeopleCert exam via the PeopleCert website. You will first need to create an account by filling in your personal details. In order to book your exam, you will need an Exam Voucher. If you purchased this with your course, when you think you are ready to book, please contact support@goodelearning.com and we will send one immediately. The exam voucher is valid for 1 year from the date of issue. 4
Detailed Lesson Plan The following tables summarise each of the modules, their learning objectives, and the method(s) of delivery. The total studying time required for this course is 16.5 hours. Module 1: (1 hour, 30 mins) Upon starting Module 1, you will receive detailed instructions for navigating the e-learning course and how to access support for your studies. Lesson 1 Lesson 2 50 mins (for Lesson 1 and Lesson 2 together) 12 mins This Module addresses the core concepts of service strategy in terms of its purpose, objectives, scope and its relationship to the other ITIL Lifecycle Stages. Understand and describe: The purpose of service strategy (SS 1.1.1) The objectives of service strategy (SS 1.1.2) Service strategy s value to the business (SS 1.1.4) Understand and describe the context of service strategy in relation to the other 4 stages of the service lifecycle: Service Design (SS 1.2.2) Service Transition (SS 1.2.3) Service Operation (SS 1.2.4) Continual Service Improvement (SS 1.2.5) 5 quiz questions to consolidate learning. Each question has an explanation provided, and the student may review their answers. Multiple Choice Questions 5
Module 2: Service Strategy Principles (7 hours) Lesson 1: Service Strategy Basics Lesson 2: Services and Value Lesson 3: Assets and Service Providers Lesson 4: Defining Services Lesson 5: Service Economics Lesson 6: Sourcing Strategies Exercise 1 Exercise 2 Exercise 3 Exercise 4 5 hours (for Lessons 1 to 6 together) 30 mins 20 mins 30 mins 20 mins 25 mins This module unit covers the elements of service strategy that are necessary to understand, use and apply the processes within service strategy to create business value. It will enable the use of the knowledge, interpretation and analysis of service strategy principles, techniques and relationships, and the application for creation of effective service strategies. Basic approach to deciding a strategy (SS 3.1.1.3) Strategy and opposing dynamics (SS 3.1.1.5) Outperforming competitors (SS 3.1.1.6) The four Ps of service strategy (SS 3.1.2, Fig 3.2) Services (SS 3.2.2) Value (SS 3.2.3) Utility and warranty (SS 3.2.4) Service strategy assets (SS 3.2.5, 3.2.5.1, 3.2.5.2) Service providers (SS 3.3) The definition of services (SS 3.4) Strategies for customer satisfaction (SS 3.5) Service economics (SS 3.6) Sourcing strategy (SS 3.7) Strategy inputs and outputs within the service lifecycle (SS 3.9, Table 3.21) ICT strategy meeting exercise Service analysis exercise Service provider breakdown exercise Sourcing options exercise 10 quiz questions to consolidate learning Multiple Choice Questions 6
Module 3: Service Strategy Processes (6 hours) Lesson 1: Strategy Part 1 Lesson 2: Strategy Part 2 Lesson 3: Service Portfolio Part 1 Lesson 4: Service Portfolio Part 2 Lesson 5: Financial Part 1 Lesson 6: Financial Part 2 Lesson 7: Demand Part 1 Lesson 8: Demand Part 2 Lesson 9: Business Relationship Part 1 Lesson 10: Business Relationship Part 2 Exercise Exercise 5 hours (for Lessons 1 to 10 together) 20 mins 15 mins 25 mins The module covers the managerial and supervisory aspects of service strategy processes. It excludes the day-to-day operation of each process. More detailed process operation guidance is covered in the service capability courses. Each process is considered from the management perspective. That means at the end of this module you should understand those aspects that would be required to understand each process and its interfaces, oversee its implementation and judge its effectiveness and efficiency. Understand, describe and apply the following topics The purpose, objectives and scope of the process and its value to the business (SS 4.x.1, 4.x.2, 4.x.3) The policies, principles and basic concepts which apply to it (SS 4.x.4) High level process activities, methods and techniques. (SS Fig 4.3) Triggers, inputs, outputs and interfaces (SS 4.x.6) CSFs and KPIs, challenges and risks (SS 4.x.8) Understand, describe and apply the following topics The purpose, objectives and scope of the process and its value to the business (SS 4.x.1, 4.x.2, 4.x.3) The policies, principles and basic concepts which apply to it (SS 4.x.4) High level process activities, methods and techniques (SS Fig.4.19) Triggers, inputs, outputs and interfaces (SS 4.x.6) CSFs and KPIs, challenges and risks (SS 4.x.8) Understand, describe and apply the following topics The purpose, objectives and scope of the process and its value to the business (SS 4.x.1, 4.x.2, 4.x.3) The policies, principles and basic concepts which apply to it (SS 4.x.4) High level process activities, methods and techniques (SS Fig 4.25) Triggers, inputs, outputs and interfaces (SS 4.x.6) CSFs and KPIs, challenges and risks (SS 4.x.8) Understand, describe and apply the following topics The purpose, objectives and scope of the process and its value to the business (SS 4.x.1, 4.x.2, 4.x.3) The policies, principles and basic concepts which apply to it (SS 4.x.4) High level process activities, methods and techniques (SS Fig 4.41, 4.42) Triggers, inputs, outputs and interfaces (SS 4.x.6) CSFs and KPIs, challenges and risks (SS 4.x.8) Understand, describe and apply the following topics The purpose, objectives and scope of the process and its value to the business (SS 4.x.1, 4.x.2, 4.x.3) The policies, principles and basic concepts which apply to it (SS 4.x.4) High level process activities, methods and techniques (SS Fig 4.43) Triggers, inputs, outputs and interfaces (SS 4.x.6) CSFs and KPIs, challenges and risks (SS 4.x.8) Cost Model Exercise Patterns of Business Activity Exercise 10 quiz questions to consolidate learning Multiple Choice Questions 7
Module 4: Governance (2 hours) Module 5: Organizing for Service Strategy (1 hour, 30 mins) In this module you will learn how governance can be analysed and used to set strategy with the use of governance frameworks and bodies. Lesson 1 60 mins This learning unit Enables the analysis of IT governance and to use it to set strategy by leveraging governance frameworks and bodies. Exercise 20 mins 12 mins Specifically, you will learn about the following things: What is Governance? (SS 5.1) Strategy, Policy and Plan (SS 5.1.1.1) Setting the strategies, policies, and plans (SS 5.1.1.1, 5.1.1.2, 5.1.1.3) Governance Framework (SS 5.1.4) What is IT Governance? (SS 5.1.5) Governance Bodies (SS Fig 5.4) IT Steering Group Strategy to Governance (SS 5.1.1.7) Governance structure 5 quiz questions to consolidate learning Multiple Choice Questions Lesson 1: Organizing for Service Strategy Lesson 2: Roles Exercise 25 mins (for Lesson 1 and Lesson 2 together) 20 mins 25 mins This module looks at the organizational considerations relating to service strategy, including organizational development, departmentalization and design. This learning unit Enables the understanding of the concepts of organizational considerations as it relates to service strategy Specifically, you will learn about: Centralized, Federated, or Decentralized? Deciding on a Structure Speed of Change Organizational Departmentalization Organizational Design Organizational Design Steps This learning unit Enables understanding of the roles associated to the service lifecycle stage (SS 6.8.1, 6.8.8, 6.8.5, 6.8.7, 6.8.9, 6.8.10) Organizing for service strategy 10 quiz questions to consolidate learning Multiple Choice Questions 8
Module 6: Technology Considerations (1 hour, 30 mins) Lesson 1: Service Automation Lesson 2: Technology Interfaces 50 mins (for Lesson 1 and Lesson 2 together) 12 mins Module 7: Implementing Service Strategy (2 hours) Module 8: Challenges, CSFs and Risks (1 hour) This module looks at the technological considerations involved with service strategy. These include service automation, analytics and different technology interfaces. This learning unit Enables the understanding of the relevance and opportunities service automation in the service strategy lifecycle stage (SS 7.1) Specifically, you will look at: Service Automation Benefits, Areas for Possible Service Automation Automation reduces variation Preparing for Automation Service Analytics and Instrumentation Service Analytics This learning unit Enables the understanding of the technology interfaces associated to the service strategy lifecycle stage (SS 7.2) Specifically, you will look at: Characteristics of good Service Interfaces The Critical Role of Service Interfaces Types of Service Technology Encounters Self-Service Channels 5 quiz questions to consolidate learning Multiple Choice Questions Lesson 1: Implementation Through the Lifecycle Lesson 2: Following a Lifecycle Approach Lesson 3: The Impact of Service Strategy on other lifecycle Stages 1 hour, 20 mins (for Lessons 1 to 3) 12 mins In this module you will learn how to develop implementation strategies that follow a lifecycle approach. This lesson will teach you how to understand Implementation through the lifecycle (SS 8.1) Strategic Planning and Control Process Top- Down: Service Management Driven by Strategy Feedback and Learning Driven by Continual Service Improvement (Bottom-up) In this Lesson you will learn about how to follow a lifecycle approach (SS 8.2). In particular, you will look at: Service Strategy Implementation Activities Setting the Implementation Strategy Service Strategy In this Lesson you will learn about the impact of service strategy on other lifecycle stages (SS 8.3) 5 quiz questions to consolidate learning Multiple Choice Questions Lesson 1: Challenges Lesson 2: Risks Lesson 3: Critical Success Factors (CSFs) 50 mins (for Lessons 1 to 3) 10 mins The primary goal of this module is for you to get to grips with the challenges, risks and Critical Success factors involved with service strategy. In this Lesson you will look at the challenges involved with Service Strategy (SS 9.1) In this Lesson you will look at the Risks involved with Service Strategy (SS 9.2) In this Lesson you will look at the Critical Service Factors (CSFs) involved with Service Strategy (SS 9.3) 4 quiz questions to consolidate learning Multiple Choice Questions 9
ITIL Terminology After studying this course you should be able to understand the meanings of the following terms in the context of service strategy. A full ITIL glossary with definitions is available from within the course and as a PDF download. Accounting Analytical Modelling Application Portfolio Asset Billing Budgeting Business Case Business Impact Analysis Business Objective Business Relationship Business Unit Capability Capacity Plan Capital Cost Change Proposal Charging Policy Contract Control Perspective Core Service Cost Centre Cost Element Cost Model Cost Type Cost Unit CSI Register Customer Agreement Customer Portfolio Customer-Facing Service Depreciation Design Co-ordination Direct Cost Economies of Scale Effectiveness Efficiency Enabling Service Enhancing Service Excitement Factor External Customer External Service Provider Financial Year Fixed Cost Function Service Charter Indirect Cost Insourcing Internal Customer Internal Rate of Return Internal Service Provider ISO 9001 ISO/IEC 20000 IT Service Management IT Steering Group Kano Model Management Information Management System Market Space Mission Modelling Near-Shore Net Present Value Network Notional Charging Off-Shore Value On-Shore Operational Cost Opportunity Cost Pattern of Business Activity Plan-Do-Check-Act Portfolio Profit Centre Project Project Portfolio Real Charging Return on Investment Manager Service Analytics Service Catalogue Service Contract Service Knowledge Management System Service Level Agreement Service Model Service Option Service Owner Service Portfolio Service Provider Service Provider Interface Supplier Supporting Service Total Cost of Utilization Type I Service Provider Type II Service Provider Type III Service Provider Unit Cost User Profile Value Chain Vision 10